Daniela Micusan, CEO of Teleperformance Romania: Leadership is about empowerment and a clear vision. My mantra is: my team, my mirror

For us, 2024 will be a challenging year as Teleperformance completed the acquisition of Majorel, and in the upcoming months, we will focus on providing the perfect framework for our extended team to act as one. Now, we are the leaders in our industry, and this step comes with higher expectations but also with an important dose of optimism.

Building a strong organizational culture that resonates with personal values and creating an environment of trust for all team members are key priorities for any people-centric company like ours. We will continue to develop well-being and engagement programs, promote equity and diversity, and support local communities through meaningful CSR initiatives. Quality, performance, honesty, digitalization with a human touch, security & balance are keywords for us this year.

2024 is not expected to be an “easy” year: we face economic changes and unpredictability, the international crisis continues, and we witness important shifts in the HR world. Let’s stay open-minded, true to our core beliefs, hungry for learning, to become better versions of ourselves. Let’s be human and kind in whatever we do!

From my experience, leadership is about empowerment and a clear vision.

As a leader, I support and believe in my team, and this trust gives them the means to be more confident and to become stronger.

Having a clear vision regardless of the situation is one of the most provocative facets of leadership: to be able to see the bigger picture without diminishing the importance of the smallest details. What is different now compared to past years is the high speed of transformations and the amount of information that needs to be considered.

My mantra is: my team, my mirror. So, I’m always striving to help my team become better and better at what they do, to have ownership together with freedom of choice, so they can find their true voice. Leadership often means that you need to serve your people, to create a safe environment where they can thrive.

Potential of growth in 2024

In 2024, ensuring the right mix between advanced technology and human capabilities will be vital. One of our objectives is to expand our AI-powered service portfolio and continue to combine the most advanced solutions with data analytics and disciplined processes to help companies transform and run better — all powered by passionate people.

At its core, the client services industry is about people and will stay the same, regardless of the AI evolution. While technology will replace some areas of customer support marked mainly by repetitive and simple tasks, human expertise will still be needed for its irreplaceable skills: emotional intelligence, creativity, critical thinking, and adaptability.

Our clients expect us to deliver the most advanced, digitally-powered business services to streamline their business in meaningful and sustainable ways. The main challenge is to adapt, to be prepared for the future, and this is something that should be taken literally, thinking of the extended impact AI will have in the business environment. It’s faster, better & more customized than ever. Challenging? Absolutely! Doable? Well, here added value will truly make a difference & will make things extremely hard for those not ready to live up to these expectations.

In any given team, there is one essential skill that makes a difference daily, and I believe that is efficient communication. Communicating clearly and effectively is a lifelong learning journey and has the power to transform a random group of people into a strong team.

Secondly, I will emphasize all the skills that are hard to be replaced by technology: emotional intelligence, analytical judgment, adaptability. We need to be aware that we are stepping into an AI-powered future, to accept that AI is here to stay, and to be prepared to work alongside it.

Major milestones  

In the last quarter of 2023, Teleperformance Romania achieved a milestone by doubling its headcount to over 3,500 employees, attributing this growth to the country’s business environment and the impact of the Majorel acquisition. Our emphasis on innovation, technology integration, and client satisfaction has significantly contributed to our success.

After more than 3 years as a leader for Majorel Romania, being appointed CEO at Teleperformance Romania represents an important professional milestone for me. I’m proud of this accomplishment as anyone would be, although what brings me real joy is the opportunity to continue the journey alongside my team, while embracing all the strengths and capabilities offered by Teleperformance Romania as a leader in our industry.